Missing ERA Troubleshooting

Waystar Customers Troubleshooting

Log into Waystar, then navigate to Claims Processing | Remits | Downloads.

1. Adjust the “File Date” to include the adjudication date provided by the payer or a range that includes the date it was deposited into your bank account
2. Optional to help narrow down the search, the last few digits or the entire check number can be included in the “Payment Number” field
3. Change the “View Options” to All
4. Click Search

Any file results that populate here should have imported into Valant.

Possible situations that can prevent ERAs from being automatically imported include:

• The payer is using a duplicate check number that has already been used
• Waystar has an incorrect file name for the ERA that is preventing it from being correctly routed into Valant
• The ERA had come into the Valant system with an error message that, when deleted, did not allow it to repopulate in Valant

For all of the above situations, please contact Valant Support to help troubleshoot these issues and provide directions on how to download remittances from the clearinghouse via manual upload.

Change Healthcare Customers Troubleshooting

1. Log in to Change Healthcare, then navigate to Payments and Billing | ERA/File Batch
2. Use the “Processed Date” filter
3. Optional to use the “Payer Name or ID” filter to narrow down the list of remittances
4. Click SEARCH

Anything visible here will have been transmitted into Valant but can also be downloaded for manual upload in the ERA tab.

Note: In Change Healthcare, a single batch may contain multiple remittances if they were sent by the payer at the same time.

Customers of Change Healthcare who are missing checks that came in between February 21, 2024 and the June 19, 2024 (restoration date).

Change Healthcare severed their connection with all payers during the cyberattack, so these remittances are not retrievable by Change Healthcare and were not received from the payer. Upon restoration, it may be possible to reach out to the payer via their provider services line and request that they resubmit the ERA to Change Healthcare in order to receive this ERA file if not already posted it through other manual means.

General Troubleshooting FAQ

The file populates in the clearinghouse, but does not appear in Valant in the ERA Tab

Make sure the date range filters on the ERA page include the date of the check in question.

Use the “Select All” option on the Status column to show the ERAs which may have been accidentally inactivated or bypassed in error. These can be restored as needed for posting. 

Expand the date range to include Future dates. Sometimes the adjudication date for a remittance may be in a future date despite what was received in the bank.

Contact Valant Support for assistance on manually downloading the file from the clearinghouse to get the ERA file in for posting. The Valant team will open an investigation for possible causes of it not automatically transferring from the clearinghouse into Valant.

A deposit for a check was received in the bank, but does not appear in Valant or in the clearinghouse

Possible causes:

This payer is not supported for ERA enrollments. In this instance, the payments can only be received by a paper EOB (even if the payer provides an electronic fund transfer for the payment itself).

The payer is using a routing service such as Availity for these remittances. While it is possible to download the remittances from Availity and manually upload them into Valant, Availity may be able to forward them to a Valant integrated clearinghouse solution.

There is no active enrollment with this payer. This will require speaking with the clearinghouse’s enrollment department to fill out the necessary paperwork to start receiving electronic remittances for this specific payer. 

Note: Often upon completion of paperwork, it may still take up to four weeks for the payer to process that document and begin sending electronic remittances instead of paper EOBs. Enrollments have to be redone if changing or switching clearinghouses.

Support Resources

Waystar

Waystar provides direct customer support for any electronic remittances that were not received into the Clearinghouse. Contact Waystar customer support at 1-844-392-9782.

The following information is needed for better assistance:

• Billing Provider/Practice NPI (Box 33a NPI)
• Check Date
• Check amount
• Check / EFT Number

Change Healthcare

Valant Support can submit a support ticket to check on and locate missing ERAs which were deposited in the bank but do not appear in the clearinghouse (provided there is an active enrollment and the check does not fall within the cyberattack outage period).

The following information is needed for better assistance:

• Payer ID
• Billing Provider/Practice NPI (Box 33a NPI)
• Check Date
• Check Amount
• Check / EFT Number

Change Healthcare may require a paper copy of the EOB in order to speak with the payer should additional troubleshooting be required. It is recommended to include this when creating a support ticket for missing ERAs whenever possible.